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All Journal Agrointek Jurnal Online Mahasiswa (JOM) Bidang Pertanian JITRO (Jurnal Ilmiah dan Teknologi Peternakan Tropis) Dinamisia: Jurnal Pengabdian Kepada Masyarakat AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) Journal of Community Engagement Research for Sustainability Bhakti Nagori (Jurnal Pengabdian kepada Masyarakat) Journal of Engineering Science and Technology Management Bersama: Jurnal Pengabdian Kepada Masyarakat
Ningsih, Arum Rovarti
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Analysis of Customer Satisfaction at Coffee Shops Using the Quality Function Deployment (QFD) Approach Integrated with the Importance-Performance Analysis (IPA) Method Putri, Nadya Novianti Dwi; Ningsih, Arum Rovarti; Nasution, Addiena Syahvina; Endyra, Fadlila; Ihsan, Fikratul; Masyitah, Masyitah
Journal of Engineering Science and Technology Management (JES-TM) Vol. 6 No. 1 (2026): Maret 2026
Publisher : Journal of Engineering Science and Technology Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jestm.v6i1.434

Abstract

Coffee Shop XYZ is a coffee shop located in Lampung that provides a space for people from all walks of life to meet and gather with friends. This shop focuses on service quality because service is one of the factors that influence customer satisfaction. This study focuses on the services provided at the coffee shop using the Quality Function Deployment (QFD) method integrated with the Importance-Performance Analysis (IPA) method. This study integrates the IPA and QFD approaches as strategic tools for coffee shop management to transform findings regarding service weaknesses into concrete, systematic, and measurable technical action plans. The result of this QFD development is a House of Quality (HoQ), which contains information regarding the design and development of products or services aimed at identifying value gaps in customer satisfaction levels through the creation of a Planning Matrix within the QFD method. This study involved 100 respondents, each of whom was a general coffee shop consumer and a consumer of Coffee Shop XYZ. The results of this study indicate that there are 10 attributes that do not yet meet consumer expectations because they still have negative values, and a priority order for improvements was derived from the technical responses of Coffee Shop XYZ to enhance consumer satisfaction, particularly regarding service quality, as it has a strong relationship with consumer needs; thus, it is expected that these attributes will make a significant contribution.
Co-Authors Addiena Syahvina Nasution Anania Rahmah Angga Pramana Angga Pramana Angga Pramana, Angga Anthony Hamzah Azrifirwan, Azrifirwan Chandra Gunawan Chandra Gunawan Dedeh Kurniasih Deliana Andam Sari dihan, Dihan Kurnia Dwi Visti Rurianti Eko Wahyudi Endyra, Fadlila Fadlila Endyra Fajar Restuhadi Farida Hanum Hamzah Fikratul Ikhsan Hamzah, Farida Hanum Handoko, Tito Hasnah AR, Nur Helentina Situmorang Ihsan, Fikratul Illahi, Ayu Kurnia Imelda Yunita Jeany Ristia Karmaita, Yummama Masyitah Masyitah Masyitah Mhd Andry Kurniawan Nadya Novianti Dwi Putri Nasution, Addiena Syahvina Nita Rimayanti Nur Hasnah Rahmadini Payla Juarsa Ramaiyulis, Ramaiyulis Roni, Ahmad Ibrahim Roni, Masyitah Santosa Sari Rukmana Okta Sagita Chan Trisia Wulantika Vivin Jenika Putri Vonny Setiaries Johan Yelly Zamaya Yelmira Zalfiatri